1xBet Casino - Player's account was blocked.

In March 2023, I decided to try my luck with 1xBet and, to my surprise, I won $4000. However, my elation was short-lived as I discovered that my account was blocked due to alleged 'duplicate account' issues. This has led me down a frustrating path that has lasted months, filled with numerous forms and the shipment of personal, confidential documents like bank statements and passport information to Mexico, all in an attempt to prove my identity and ownership of the account.

Despite providing ample evidence, my account remains blocked under appeal. The reason given was that I had a duplicate account, which I have vehemently disputed. In fact, I had even previously requested back in 2020 for any account with the same name as mine to be deleted. Oddly enough, they verified my account just three days before my win. Logically, if they believed I had a duplicate account, why would they have verified it in the first place? It feels like they verified it just so they could later claim there was a duplicate and refuse to release my winnings.

The documents I sent to Mexico took two months to arrive. Yet, last week, they asked me to fill out another form, this time asking irrelevant questions about illegal gambling activities. I found this absurd, but I complied, filled out the form, and sent it off. To my dismay, they're now asking me to fill out the form again and send it back to Mexico. This back and forth is not only time-consuming but also discourages me from persisting in my claim. Moreover, the logic behind asking me to send physical forms when they have already confirmed my identity through the documents I provided earlier is baffling.

This experience has left me extremely frustrated and upset. I've ended up losing more money than the $4000 I won, due to the costs incurred in this process. Winning shouldn't result in an account closure. It's a completely unfair practice.

Based on my experience, I can't recommend 1xBet to anyone. I'm now looking for a solution and sharing my story in the hope that it helps others avoid similar misadventures.

ID: 537***619

Dear benamortaha0,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1xBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly you previously opened an account in the casino but you later asked the casino to close it permanently? Could you please advise if you attempted to reopen your previous account in the casino?

Did you use any bonuses on your current account and on your previously opened account?

Thank you very much in advance for your reply.

Best regards,

Tomas

In fact I had an account and I forgot its password so I wrote an email to 1xbetinfo telling them I want to delete all my accounts sonthat I can create a new one ( Cause I wasn't able to get the previous account back or change the password) . I didn't get a response from them ( that was on 2020 and I didn't played on 1xbet since then) so on march 2023I just created a new account and I sent my passeport to them and I have a proof of them telling me your account is verified which i weird because if I had a duplicate account why should they verify this new one? Besides I have talking and sending documents from march so I'm like verified its me am real and Am only using one account.

PS: No bonuses was used I deposited 1300 dollars before I won I lost 500$ and then I played some bets and I Won and you know the rest of the story...

Thanks for your help.

Thank you very much, benamortaha0, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, benamortaha0,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1xBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been blocked/closed? Have his winnings been confiscated? What steps should he take to unblock the account and withdraw the disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Branislav,

Did we get any reply? or still no responding?

Dear benamortaha0,

Unfortunately, no one has contacted us from the casino yet.

After the current timer expires, it will be extended for another 7 days and I will try to contact the casino in other ways.

Thank you for your patience and understanding. I sincerely hope the casino representative will contact us shortly.

Hi again,

Thank you so much for your help and no problem I'll be waiting.

Dear Everyone,

Thank you for your cooperation on the case. Does the user plan to provide the parcel requested by the Security Department at the moment?

All the best,

The 1xBet Team

Hello Everyone,

I did send the the parcel one week ago however I did mention my problem here because the parcel and the fors has nothing to do with my case. The main cause of the blocking appeal is a duplicate account. I did all the process tonprove my Identity and to lrove that the duplicate account may be crated on 2020 and not been used has nothing to do with me. All this was proven and the process took too long then it has to be. The last form given by has nothing to do with the case I will attach the form sonthat CasinoGuru see the questions which Inalready answered before in several forms. Besides last time the parcel took 3 months to be reviewed by your team and normally the parcel take 10 days to arrive from Canada so here is anither problem.

I think its time to give me back my account and my money as everything is correct from my side.

Thanks

Greetings all,

I am sorry for the delay.

Dear benamortaha0,

Thank you for your email and the form. It is at least very strange that the casino asks players to send something physically somewhere.

You mentioned that you asked the casino to delete your old account(s) in the past, and your disputed account was fully verified shortly before the account became blocked. Could you send me the communication asking the casino to delete/close your old account(s) and the communication confirming the successful verification of your account?

Feel free to use my email (branislav.b@casino.guru).

Dear 1xBet Casino team,

We are in technically modern and advanced times. Why is it necessary to fill out the form above and send it physically to Mexico or another country? What is the reason for asking the players to send anything physically anywhere instead of just making a verification call/video call to easily ask players about needed information?

What is the difference between printing the form, filling it out, sending it back to the casino in a photo, and sending it physically anywhere?

However, since your post is "empty" and we were not provided with any relevant information or details, allow me please to repeat a part of my previous post directed to you that has not been answered.

"Could you please provide us with an explanation of the player's situation in more detail? Why has the complainant's account been blocked/closed? Have his winnings been confiscated? What steps should he take to unblock the account and withdraw the disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Please note your cooperation is necessary to move forward in the matter and it is already some time that passed since the casino has been invited to the thread and asked to provide us with the details and explanation. Therefore, we would highly appreciate it if you could answer all my questions and provide me with the requested evidence and explanation.

I am not able to keep the complaint open for an indefinite period, especially if there is no progress or updates, and we are talking about quite unusual and non-standard practices on the casino's side. If the casino fails to cooperate and provide us with the relevant information and details regarding the player's issue in a reasonable time, I am afraid we will be forced to think about complaint closure, however, as unresolved.

Thank you for understanding. Looking forward to hearing from you.

Hello again,

I transfered you the email verification with the date on it. I will attach them here as well so that 1xbet can see it ( Even if I already sent them everything...)

Dear Branislav,

The letter adressing your questions was just your way via an email

All the best,

The 1xBet

Dear Branislav,

Could you share with me their answer please?

Thanks.

Greetings all,

I am sorry for the delay.

Dear benamortaha0,

Thank you for your emails.

To be honest, nothing relevant to the case was provided. However, it is important to let you know that for now, if I understood it correctly, the disputed winnings have not been confiscated, and they are not blocked. It seems like the verification is still ongoing, but the casino is used to doing it in a very unusual and nonstandard way.

Do you please have a tracking number for the parcel (filled in form) lastly sent to Mexico? If yes, do you have the information on whether it has already been delivered to the address, or can you send us a screenshot from the tracking system about its location?

Dear 1xBet Casino team,

Thank you for your email and the information provided.

As we are talking about an online casino, about unusual requests regarding the player's KYC, and it is not an industry standard at all - can you please provide me with the information on where the casino states it may request documents to be sent physically and a link to a part stating it?

Since the player spends money to send the required documents to a particular address while the casino takes it for granted for some reason, why not all documents were asked for at once?

Is the lastly required document the only obstacle to verifying the player's identity? If not, and there are more documents needed from the player, can you please provide us with a complete list of them?

Feel free to reply via email.

Hi,

Thanks for your reply, unfortunately I dont have a tracking number as the parcel shipping fees with a tracking number are so expensive ( 70 dollars). The parcel should arrive in 10-14 days ( that's more then a week ago). My last parcel had the same experience, they only respond after 2 months of the sending which is strange. 1xbet are only doing this so I quit demanding my rights and my money and so they can just keep them which will never happen. I already paid money for the parcels and I dont even know if that's normal. It's their fault and I'm the one who pay.

Thanks again for helping me.

Alright, I understand.

And when exactly did you send it?

What all documents have you provided the casino with? Can you list all the documents and the way they were provided?

However long this strange casino tactic will go on, even if your account was not blocked and you had the opportunity to somehow dispose of the funds in the casino account, I recommend that you remain patient and leave them there until the matter is resolved.

Anyway, let's then wait for the casino's response.

Dear Branislav,

The email will be sent your way shortly.

All the best,

The 1xBet Team

Hey Branislav,

So apparently they have received my parcel. I dont know when but am they are still asking me to wait and further instructions will be sent to me. I hope they dont ask again that I fill a form. However if they do so you think I can have a lawyer for that case ? Its almost one year and they are 100% doing irrelevant things. Thanks in advance.

Hey,

I have som strange news that may shoke you. So yesterday I got an email so that I book an appointment for verification (Skype Call). I took an appointment for today at 12h.30 (Canada Time). I sent a message to the address given at 12h.20 to tell them am ready. The answer was there is no specialist available and you should take the chat tomorrow at 13h.00 Moscow Time which is 6h.00 in the morning here in Canada. I told them I work and that wont be possible but they dont care. Last time I HAD THE SAME EXPERIENCE I asked to join the call then they said you dont need to have the call and sent me another form. So they refused te take the call when I was ready. Is that normal?

This is a conversation with 1xBet COMPANY!

I booked a meeting on saturday they told me to call on sunday then they asked me to call today at 6 o clock ( Canada Time). Finaly they told me to call at 14h:00 Moscow time (7h local time).

Hey Branislav,

WE CAN CLOSE THE CASE MY ACCOUNT HAS BEEN DEACTIVATED AND THEY GAVE ME THE POSSIBILITY TO WITHDRAW THE DEPOISTED AMOUNT.

I REALLY WANT TO THANK YOU FOR YOUR HELP AND PATIENCE WITH ME.

What great news, benamortaha0!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue has been sorted out.

Based on your acceptance of the casino's solution and request to close the case, I will now mark your complaint as 'resolved' in our system, and the disputed amount will be updated to the amount of the deposited funds mentioned above in one of your posts (1,300 CAD).

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case I overlooked anything or another problem arose, feel free to contact me at branislav.b@casino.guru or request a reopening of the case.

Thank you, 1xBet Casino team, for your cooperation.

Best regards,

Branislav, Casino.guru